Job Description

We design, build and deliver end-to-end CX for many of the world\xe2\x80\x99s most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance \xe2\x80\x93 essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real \xe2\x80\x98Majorel difference\xe2\x80\x99 lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile \xe2\x80\x93 all pulling together as One Team. It\xe2\x80\x99s the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.

Position Summary:
This position is responsible for customer service in various languages and through various transaction types (e.g. inbound and outbound calls, chat, email, social media, etc.) or back-office work for end customers (B2C and/or B2B) that can include various service types e.g. pre sales, post sales, billing and support, as per LOB (SOW) specifications. This position is responsible for supporting frontline (customer facing) associates by handling consult calls, escalations, team supervision and other related duties.

Overall Responsibilities:

• Oversee and supervise a team of agents.
• Attend required training session for new information and training updates.
• Acquire and transfer to the team the knowledge of all tools and associated workflow processes
• Assist in developing and streamlining procedures
• Coach, motivate, reward, counsel and assist with disciplinary actions as necessary
• Provide quality service to both internal and external customers \xe2\x80\x93 on and off-line.
• Assist agents with customer interaction on situations requiring special handling \xe2\x80\x93 take customer calls.
• Ensure open flow of communication between agents, supervisors and management.
• Ensure uniform understanding and adherence to policies, procedures and company programs.
• Supervise and monitor agent attendance, performance and productivity
• Prepare and ensure accuracy of reports.
• Ensure agents are continuously kept abreast of operational changes.
• Conduct employee briefings and meetings.
• Assure service level standards are met.
• Monitor system performance and initiate actions to correct system problems.
• Conduct agent observation and provide feedback.
• Assist in the development and tracking of employee incentive programs.
• Ensure completion of departmental duties/task in the absence of subordinates/co-workers.
• Perform other duties as assigned.

• Transfer form and updated resume are required for Internal Applicant. \xe2\x80\xa2 Open to confirmed employees in Majorel Malaysia. \xe2\x80\xa2 An assertive, well-organized self-starter with demonstrated sales experience
• Management experience in customer service (or sales or on line retail where relevant) desirable \xe2\x80\xa2 A proactive thinker with the ability to anticipate and identify customer needs and decisively solve problems \xe2\x80\xa2 A detail-oriented professional with exceptional written and verbal communication skills \xe2\x80\xa2 Ability Redirect and coach for improvement, and gauge user ability and modify delivery accordingly \xe2\x80\xa2 Demonstrate professional customer service skills: solutions mindset, helping nature, passion for customer service \xe2\x80\xa2 Demonstrate behaviors that support high quality standards \xe2\x80\xa2 Recognize trends and escalate information as appropriate \xe2\x80\xa2 Problem solving skills; linear and troubleshooting \xe2\x80\xa2 Demonstrate a strong customer service orientation and take responsibility to follow up with customers to ensure needs and expectations are satisfied \xe2\x80\xa2 Proven track record of success to motive sales/service professionals and exceed performance metrics \xe2\x80\xa2 Present information effectively and persuasively across various communication channels \xe2\x80\xa2 Problem solving to gather and analyze information and uses it to develop effective solutions; challenge status quo. \xe2\x80\xa2 Tolerate stressful situations well \xe2\x80\xa2 Project a positive and professional image \xe2\x80\xa2 College/Associates Degree or Bachelor\xe2\x80\x99s Degree in related field (preferred